Customer Loyalty in the Restaurant Industry: Nandos

Customer Loyalty in the Restaurant Industry: Nandos Topic: How customer loyalty can be increased in the restaurant industry? The case of Nandos. Why customer loyalty is important? What Nandos is doing and how it can be better develop? Loyalty marketing, loyalty programs, how to manage it? Techniques? Benefits? Problems? Conclusion. Loyalty Marketing: Definitions Of Customer Loyalty The main change concerns in the organization of marketing activities are certainly one of the more remarkable doctrines marketing. The concept of traditional marketing put at the centre of its priorities the creation of a preference for the service, the needs and desires of consumers. The marketing approach, as observed in the theory and practice in recent years focused more on the notion of exchange and the relationship is the focus of analysis. More recent approaches of marketing focus on the customer and make the quality of the relationship the key to loyalty. Indeed, a quality relationship inhibits choice and represses the effect of preferences. Thus, the relationship with the client becomes a primary concern managerial and academic. The market-oriented generates necessary behaviours to create superior value delivered to customers (Kohli and Jaworski 1990) and place the interests of the client first (Deshpande et al. 1993) for a continue satisfaction, permanent, which undergone constant refinement. This satisfaction is no longer about the only service provided by the company, but includes elements of the relationship, such as trust and commitment. For this, we seek an ongoing relationship and oriented in the long term in the context of a relationship marketing (Dwyer, Schurr et Oh 1987, Sheth et Parvatiyar 1994) and in this context that develops loyalty policies (Dawkins and Reichheld 1990). Kyner and Jacoby (1973) define loyalty as follows: Loyalty is defined as a behavioural response bias because non-random (not spontaneous) expressed over time by an entity decision, finding one or several brands taken in an overall, according to a decision process.† In this definition, loyalty requires: A repeat purchase behaviour resulting from several background variables and complement each other; A positive attitude of consumers that must be controlled or directed. This attitude reveals a favourable perception towards the brand, service, differentiating it to the loyalty from routine behaviour. For others loyalty rooted quality and delivered on the positive gap between perceived expectations and post-purchase evaluation. For Shapiro and Varian (1999) loyalty is to the consumer when efforts to change brand, product or supplier are too large to expect a significant gain change. The authors of this school of thought attempt to explain loyalty by exit barriers that prevent a kind of free choice of the client (a client may be considered faithful to a company only because it has characteristics of geographical proximity). Another school of thought on the loyalty is that which gave birth to the management of customer relationship management (CRM) with the emergence of ideas of Life Time Value. It aims to analyze the lifetime value of its current contribution but also on the basis of its potential to better allocate the resources of the company. It is now for an analysis in terms of portfolio of clients (each client has a value for the company that can be measured by the margin gen erated). Customer loyalty can be defined as the tendency of a customer to choose one company or product/service over another for a particular need. Customer/s can be described as being brand loyal because they tend to choose a certain brand of product more often than others. Customer loyalty is evident when it is the customers who make choices and take actions. Customer may express high satisfaction levels in a survey with a product or company, but there is a big difference between satisfaction and loyalty (Kumar (2008). Loyalty is shown by the actions of the customer, who can be satisfied and still not be loyal. The satisfaction with the product is ultimately a condition for loyalty. In fact, satisfaction is necessary for loyalty but not sufficient. It is true that the satisfaction is not only based on the product and service but also the relationship with the staff. Satisfaction towards the product concerns intrinsic attributes: quality, features, design, durability, benefit. Ultimately, th e quality-price emerges as a global assessment. The service specifically covers guaranteed delivery, solving problems and handling complaints. It introduced the relational aspects of accessibility, courtesy, competence and communication. Experience has shown that the first reason why customers leave a company with whom they do business, is that they do not feel that their needs are important to the company, and vice versa for the remaining loyal to the company for a long time, they feel valued and important. This perception and feeling to be considered is the emotional bridge between customer satisfaction and customer loyalty (Ghaury and Cateora 2006). Companies use a series of programs as relationship marketing, Database marketing, permission marketing or customer relationship management (CRM). Loyalty has a direct effect on sales of a company, and even better on its profits. However, the increased level of loyalty stems directly from the attitude and behaviour staff to clients. Motivation staff is the most powerful vector loyalty which itself contributes to profits. Meanwhile, business processes influence largely on how the staff behave with customers. It is in the interest of the company to develop a long-term relationship with clients where both parties benefit each other. It is much less costly for the company to keep its existing customers than to seek new ones. The scale of customer loyalty has 5 types of customers starting with: Suspect: A suspect is someone who comes across the companies promotion. They are a potential suspect for the company. Prospect: If the person is interested in the promotion they become a potential prospect. Customers: A customer is someone who purchases either the product or service. Clients: Clients are those who come back to the company. Advocates: Promotes the business on the companys behalf. They are so happy about the product/service that they tell others. (http://www.learnmarketing.net/ladder.htm Accessed on 02/08/2009) Marketing And Loyalty There are many definitions of marketing applying to loyalty programs. Several of them have focused these objectives in view of the value of the customer more profitable for the company. Today, programs and loyalty cards are found everywhere on standard credit cards, restaurants, etc Loyalty programs are widespread in all sectors that deliver goods or services used. They rely on marketing databases built from information from the loyalty cards that identify the client and record information about its behaviour. Their rules often refer to the use of methods from the traditional promotional techniques, encouraging consumers to increase and sustain their purchases in order to obtain a reward. In this context, they can be distinguished from the sales promotion of their defensive focus to longer term. The objective of the promotion is offensive, and when it stops, there is nothing that prevents consumers to come back to their old habits (Ehrenberg et al. 1994). In contrast, a loyalty progr am seeks to preserve market share by locking consumers through tangible benefits deferred (promotional techniques) or intangible (individualization, privileges, etc) and acts somewhat like a permanent promotion in the long term. The effectiveness of a loyalty program thus depends on its characteristics and tangible benefits but also intangible, that is to say, the expected value of the potential relationship that is likely to generate and develop. The consumer joining a loyalty program seeks, in making their purchases at shopkeepers, obtaining dividends, gifts. The trader in investing in this program seeks to seduce and imprison the consumer. This method, better known as retention, is actually a rather simple technique by which the consumer is faced with the efforts invested in the bonus points and is losing everything in case of abandonment of the program. A loyalty program is a relationship between the customer and the merchant in which, technically, the 2 parties have benefits. I n promoting their businesses, traders undertake several actions to attract customers. For the management of immediate rewards, they offer special discount store. By managing customer loyalty program, they offer rewards delayed. In contrast to the sales promotion where earnings appear at the same time as the cost or effort, this ratio is reversed in the context of delayed rewards, since an individual must first make an effort to more or less long term for earnings in the future. Investigations on human behaviour have shown that some individuals possess a strong motivation to engage in efforts leading to the award of future earnings (Atkinson 1957, Nicholls 1989). It is this aspect that loyalty programs appropriated in the construction of systems with delayed gratification the aim of managing the length of the relationship (retention) and discrimination. (Meyer-Waarden (2002). P. 2-88). Curiously this strong motivation is akin to the quest for a reward. In other words, the effort is motivated by greed. Some experts say that consumer motivation fades over time as more becomes aware that the bonus is spaced in time, the more likely he become discouraged with the efforts required for obtaining the reward. (Meyer-Waarden (2002), P 2-89) Thus, programs must allow consumers to obtain the benefits of the program while also locking in this program. To counter this behavioural aspect, 2 types of programs are offered: proportional and landing. The first principle is to proportionately reward the best customers. The second system encourages them to consume more to reach the next threshold points providing more benefits. Thus, it offers a minimum of points to small unprofitable consumers, maximum points for customers who are very profitable, and few points to very large consumers who buy anyway. (Meyer-Waarden (2002). P. 2-89) Greed is thus increased to obtain a value of gift supported by the consumers effort. The number of points necessary for obtaining a reward is related to the amount invested in the market by the consumer. By cons, consumer choice to join or not this kind of program that demonstrates the lure of gain accessible to long-term investment requires not only money but also time. There are several types of loyalty programs. Some programs offer a specific product free after a number of agreed purchase (coffee, compact disk, etc..) Or reductions applicable on each purchase while the issuers of credit cards offer privileges such as trave l insurance and car insurance during a rental. Some cards also allow a percentage discount or return money. In practice the system of loyalty cards is simple. It is generally sufficient to consumers to use when buying the card issued or accepted by the merchant to qualify for benefits. The card companies also offer credit to their customers bonus points programs. Unlike cards issued by participating merchants, using credit cards leads automatically, no matter where it is used, the accumulation of points and can sometimes match the accumulation of these points to another program loyalty. It is important to mention the strategy department stores growing strongly consumers use their credit cards to earn double the points they would get by paying cash or get loyalty points better at the price of an interest rate up to 28.8%. More specifically, programs that offer frequent flyer points accumulated encourage consumers to use the card as often as possible when making purchases to earn poin ts available for every penny spent, which will be redeemable against products or services available through a catalogue of premium or cons of coupons or discounts available with designated partners. (Benavent. Christopher. and Lars Meyer-Waarden. 2001. Loyalty Programs: Strategies and Practices). Some loyalty card segment their customers by offering them the opportunity to pay an additional fee to join an enhanced program that offers them a better ratio spent pounds / points accumulated. The holders can be considered as incidental to their privileged relationship with the issuer of the card. From the outset, the consumer, by joining the loyalty program, provides data that feed the database of the issuing company. Subsequently, all transactions for which the loyalty card is used by the consumer are stored in this database comes to prepare a record of its habits. The program relies on both the declarative, where the consumer fills out the questionnaire affiliation, but also on buying behaviour, thanks to its history. (Frenove, A.S. Hivet, N. Joly, P and Josquin, C. 2003. Topic: The Ethics of supermarkets). The ultimate goal of these programs, in addition to customer retention is to allow traders to analyze the data collected in order to increase the value of the customers shopping cart. The Concept Of Customer Life Cycle And Types Of Loyalty The Concept Of Customer Life Cycle: One of the key concepts of customer-oriented marketing is the life cycle dynamics of the customer, based on the idea that the flows of revenues and costs vary over time as requirements change in customer / business relations, contrary to the classical analysis and static demand. The first feature of the approach is that it is done individually and not aggregated, underscoring again the importance of marketing database, made possible thanks to the performance of information technology. Another interesting aspect is that the analysis is performed dynamically. The main idea is that the opinion of a client may occur more or less intense, and we can assume that it is forming a cycle. Practically, these cycles represent changes in purchasing power, but also modes, changing preferences, the phenomena of learning and forgetting. These cycles depend on several factors: the first is age. During the aging characteristics of opinion trends, tastes and attitudes can occur. Aging is characterized by a higher loyalty, more conservative, more risk aversion. Another factor is the generation based on the assumption that successive generations have value systems and own beliefs relatively distinct from others. This generation effect partially covers the different types of experiences. This manifests itself in innovative behaviours that vary with the gap between innovation and generation. This management based on cycles of life is clear to solve three problems: acquiring the customer, maintain, expand consumption and profitability. According to Dwyer, Schurr and Oh (1987), in the sense of relationship marketing, the life cycles of the relationship between a brand, product and a consumer have three distinct phases characterized by changes over time the amount used: (1) initialization or acquisition, (2) maturation or development and (3) breaking. The beginning of the cycle is quite understandable and is in customer acquisition, with a time of discovery of the other as a potential partner. Both parties calculate the attraction of the relationship, the costs and benefits of continuing it. Marked by the process of adoption and learning, this phase is characterized by a positive rate of consumption growth, but with high costs. In a second phase, presumably the consumers level of consumption stabilizes after having fully explored the use of the service. The expectations of the relationship and its benefits are confirmed, which leads to a continuation trade and then the notion of commitment, which results in the ignorance of competitive offers. Incomes of the company increase first and then level off as costs decrease. Finally, a third cycle is where a revival / reactivation, retention or separation from the client must be considered because the contribution weakens. The decrease in sales of service may occur at any time or gradual ly, indicating a process of wear or a more brutal, reflecting the substitution phenomena. Indeed, the dissolution occurs when the unmet expectations of increased transaction costs, the weakening of the switching costs of changing needs. Both partners must make a trade off between the benefits and costs brought by the relationship to decide whether or not its continuation. Any company engaged in the marketing approach dynamic client needs to adapt its strategy according to these phases. Three types of strategies should be considered in terms of life cycles that match: The customer acquisition, The loyalty and customer retention, And the augmentation of customer loyalty which represent a real challenge. Abandonment is considered when the costs of retention are higher than income generated by the client. (Abandonment=Costs loyalty > Income generated by the client). Once the company has determined the position of the life cycle by customer segment, it becomes clearly evident that this strategy must lead to an individualized approach to lead to a balanced allocation of resources. The problem is that each individual has a different value each time t for the company, which requires segmentation based on the potential and value of customers. Types Of Loyalty Customer loyalty is the result of well-managed customer retention programs. Before developing these successful programs, its important to know there are two types of loyalty: behavioural loyalty and the emotional loyalty. Behavioural loyalty is the loyalty to a brand demonstrated by repeat sales and responses to marketing campaigns by the customer. He behaves exactly like the company wants, by purchasing good or service. Behavioural loyaltys measures include response rate to direct marketing to the customer base. Emotional loyalty is the loyalty to a brand driven by favourable perceptions, opinions and giving recommendations. The customer feels empathy and attachment to a company or brand and he is willing to recommend it around him. It is better for the company if the customer has the both types of loyalty, but when its not the case specific strategies are developed to achieve both. (Chauffey, Chadwick, Mayer, Johnston (2006)). Benefits Of Efficient Customer Loyalty Management First, a loyal customer will continue its purchases over the years. Its purchase volume should also normally increase simply by economic growth and inflation. It should accept offers for complementary products and additional (Cross-Selling and Up-Selling). In any event, transaction costs should not increase proportionately. Consequently, they will decrease as a percentage of the cost and improve profitability (Kumar (2008)). Finally, a satisfied customer refers an average of 3 customers should in the best case follow the same progression. A study by the Harvard Business School published in the journal of the same name, shows an improvement in the percentage of loyal customers by 5% per year for 5 years to double, not sales, but profits.(CRM Odyssey Inc (2003)www.crmodyssey.com Accessed on the 09/08/2009 Another benefit from customer loyalty is it creates allow to the company to protect its markets from competitors; the more the customer is satisfied, the less he will be to buy to another product or service to the competitors. Automatically barriers are created against the competitors trying to enter in the market(s) (Ghaury and Cateora (2006)). Finally the word of mouth behaviour of loyal customer increase brand awareness. Customer share their positive feelings and experiences with their friends, family or mates when they are loyal to the company or product. They still purchase to the company and recommend it to others. It means a reduction of advertising cost; the money can be used to boost the word of mouth by making strategies to reward loyal customers. Reichheld goes even further in 1996 in his book The effect of loyalty by writing: the benefits of loyal customers are increasing over time and can recruit new consumers at reduced cost by using the legal Customer faithful because it is supposed to be a good speaker for the company.† It also shows in his work as a loyal customer makes purchases more often, he tends to buy for a higher amount and is less sensitive to the variable price. He becomes a captive of the company and therefore gives a kind of barrier to entry for potential competitors. The work of the TARP (Technical Assistance Program Reseach) supports these observations. They show that winning a new customer returns four to five times more expensive than keeping a customer is already active. Jones and Sasser (Jones 1995) focused on the relationship satisfaction / loyalty and showed a sense of satisfaction may not necessarily result fidelity as a loyal customer may nevertheless want to take advantage of a promotion with another supplier, test another product or refer to another offer. By cons, they also show a sense of dissatisfaction may cause disloyalty if dissatisfaction is not taken into account by the company. These gains must obviously be taken with caution because they rely heavily on industries. There is however no doubt that customer retention can benefit a significant leverage effect on profitability. The main reasons are: lower costs for customer acquisition, the net margin updated on the life of the customer to cover these costs; reduced management costs, a loyal customer knows the business better and less prone to use his front office to make purchases (reservations) effect of recommendation; Increased revenue per customer The Cost Of Lost Customers: A defensive marketing is cheaper than an offensive marketing, which often requires a direct confrontation with the competition. The cost of keeping a customer is five times less than the cost of converting a prospect, and it can cost up to sixteen times more to achieve with the new customer, the profitability of a customer acquired. So its the rate of customer retention rate that is essential, and not the attraction. The company must carefully monitor the defection of customers and minimize the amplitude. There are four stages: Define and measure retention. This may be the reuse of the services. Know the different reasons for discontinuation, and identify those which can be remedied. Estimate the lost profit per customer lost. Calculate how much it would reduce defections. Profitability: We have already mentioned the theory of Reichheld and Sasser that a company can improve profitability by 25% to 85% by reducing its rate of defection by 5%. Thus, loyal customers are often more profitable than occasional customers. Specifically, in the service activities and the Business to Business, customers of a company tend to increase their purchase from the company as they know it and appreciate it better. A positive word of mouth: In many cases, loyal customers of a business will spontaneously promote to their surroundings, and become, through word of mouth, very effective recruiters because disinterested and credible. For all these reasons, the loyal customer service of a company is considered a real capital, called the customer capital. Retention and its challenges: This new focus puts the customer and his control in centre of our concerns. Given the incredible proliferation of professional works in the field, it seems essential to discuss strategic issues and objectives of retention, by reviewing customer orientation and loyalty policies to give a definition and a clear positioning of loyalty. The retention strategy: Loyalty, recognized as indispensable goal of any customer relationship strategy, not confined to mere promotional programs: Some rules must be respected. Rule 1: Be selective: Customers do not all contribute equally to the profitability of the company. Therefore, retention should be selectively adapting any loyalty action from an analysis of customer value. Rule 2: Propose an attractive loyalty offer and truly innovative. The loyalty offers are numerous, but not all have the same impact. The company can arbitrate according to its objectives between different options: Immediate benefits often focus on value and price (price preference ); Privileges, providing intangible benefits to customers (priority systems, assistance ); Rewards delayed in time, seeking to establish lasting relationships with customers the most profitable and likely to extend their relationship with the company. Whatever the choice of the selected offer, interest for customers is based on five attributes, determining its overall perceived value: The perceived value of any premium or net worth; Attractiveness; Accessibility through time; The freedom given to the customer in the choice of options; Simplicity of the offer. Rule 3: Anticipating the costs: The need to assess the costs in advance of any approach to loyalty is essential. Too often, a company focused on profits resulting from the proposed strategy, without taking into account the costs generated before and repeatedly. These costs may be related to both the growing number of customers affected, and ways and means of dealing with relationships with clients, sometimes completely new to the company. Rule 4: Consolidate and exploit customer information: The challenges that the company have just highlighted described the need to build its strategy of strong customer loyalty for the company. Two main lines of action are considered: †¢ The opportunity to integrate operational databases (sales / billing, marketing ) in a baseline. †¢ The interest of exploiting every opportunity to contact customers to gather information about them. This database will allow the tracking of the customer relationship over time, and identification of customer profiles profitable and unprofitable, which will determine the choice of targets to retain. Problems Linked To Customer Loyalty Difficulties In Marketing: Obtaining a good efficiency requires a good understanding of customer behaviour and causes of abandonment. One must distinguish the causes of termination which are inevitable (and often unpredictable) from other, more or less predictable and can be combated. The causes are unavoidable, for example: a change of personal or professional lifestyle, financial problems, death Preventable causes are: inadequate tariff, a history of poor service and complaints. The challenge is to build something, based on information often dispersed. In anticipation of the termination for inadequate tariff, must be able to say what was the invoice for each client if they had chosen the optimum rate? How much would he have saved? From what current difference between invoice and optimum bill is there a risk? To anticipate the claims for termination, you must classify all types of call to customer service (there are easily hundreds) and identify those that increase the probability of termination. We must also take account of differences in behaviour related to age, family status, and place of residence and recover to the extent possible this information. Difficulties In Management Retention also poses problems of management, for example the coexistence of a culture of acquisition and a culture of loyalty: In a young market, corporate culture is naturally directed towards the acquisition. This orientation manifests itself in several ways, for example, budgets are allocated primarily to sales, what is important here is the market share of sales. In these circumstances it is difficult to make a place to loyalty because it is cultural opposition on both fronts: its budget is in competition with the acquisition, because what is important here is the retention of customers and not flow of customers. Difficulties In The Organization: When the market is young, the sales should be focused on conquering, the measure of the rate of effectiveness is still difficult, and loyalty is part of the Marketing. Then improving customer knowledge, customer service records terminations, understand the causes, loyalty becomes profitable and worthy of large budgets, customer service becomes legitimate to ensure loyalty. In consumer, all sale actions are public, as far as loyalty is confidential. Loyalty is indeed a clear competitive advantage. It allows to keep or to take market share in all discretion. Confidentiality is necessary for a second reason: do not create perverse behaviour on the part of customers, who know the rules of the game could benefit for future benefits. (Jean Baptiste COUMAU and Henri WIDMER, La Jaune et la Rouge,2002) Rejection Of Customers: The approach of loyalty can lead to bias by virtue of its objectives: there is concern that the benefits accorded to consumers more loyal to the product or service concerned and not the enterprise. There is a risk of great loss of power marketing consent. Moreover, the strong competition leads to a generalization of loyalty operations that can not only cause fatigue but also a rejection of the approach by customers. The multiplicity of material resources such as loyalty cards generalized in various companies in portfolios causes both a reaction to the trivialization of operation for the customer and a loss of power to the business on target. The implementation of a loyalty operation is tricky: the company must choose carefully because the target must be loyal customers, those holders of profits. This targeting is difficult and requires the development of a database of well-informed. This base is also used to monitor quantitatively and qualitatively loyal customers. These are consider ations of costs related to these investments in information that may be a limit. (Fotso Tagne Achille Rostand, La fidelisation client http://www.ougagner.fr/fidelisation.html Accessed on the 09/09/2009) Means And Factors Influencing Loyalty Factors Influencing Loyalty If they are well structured and well implemented, customer loyalty programs cited above can bring measurable benefits to the company that would stand out positively of competition by reducing costs and in the same time increase its income. This situation is favoured by: Attracting new customers; A high retention rate of existing customers for a long period; Increasing the frequency of visits by the existing customers; Increasing expenditure on new and existing customers; Making customers in good conditions so they feel appreciated and satisfied then they promote products or services through word of mouth around them. (Memberson (2008) http://www.memberson.com/Loyalty/CustomerLoyalty.aspx Accessed on 01/08/2009) Some factors are essential to create and maintain the Customer loyalty. Showing 6 success factors that make some companies

The Problem of Youths Education and Socialization :: Teaching Education Research

Philosophic-Methodological and Social-Cultural Factors in the Problem of Youth's Education and Socialization Missing Works Cited ABSTRACT: The socialization of youth is currently in crisis. Education is in crisis across the world. The correlation between socialization and education is a crucial theoretical as well as a practical problem. Schools are the main institution of socialization. Education possesses two different functions: social reproduction and development. The way of life in any concrete society requires stable forms of socialization. The introduction of new generation into the social life—is one of the most ancient and eternal problems of humanity. The topicality of youth's socialization doesn't even grow dim in the present-day conditions but even becomes more acute and problematical character. There are many evidences which prove out it. Don't even remember the notorious problem of  «fathers » and  «children » it`s enough to say that not only in the course of the last decade one of the main institutes of youth's socialization—education—endures deep and protracted crisis. The different levels' instances nearly in all countries are busy now with the search of the ways regarding to the solution of the crisis of education and the increase of the effectiveness of the work with the youth. But the decision of these problems hasn't been found yet (see 1). Here we dwell only on some points which are important for understanding of the essence and necessary for the decision of these problems. In most problems and positions, in which now the processes of education are represented, and it obvious aim, as a rule, it is the development of person. As for the content, it realizes in the study of the bases of the scientific knowledge about the world social invironment, and also at the assimilation of the elementary labour skills, norms and values of the collective activity. However in connection with increase of standard of scientific equipement of life the content`s space of education is filled up more and more with actual scientific information, thus constantly excluding from it other components with persistence. We see 3 problems here, they are the aim, the completeness and the content of education. Let us dwell on them. First of all, we must point out that the institute of the socialization had appeared in our society long before the appearance of the necessity of mastering of the science information. Then socialization evoluated in education. Now they are often heard like the synonyms, as a result of not clear and to wide using of them.

Cognitive-Behavioral Therapies for Posttraumatic Stress Disorder Essay

Cognitive-Behavioral Therapies for Posttraumatic Stress Disorder Posttraumatic stress disorder (PTSD) is classified as an anxiety disorder that can develop after an individual has observed and/or experienced an extreme traumatic event that involved actual or threatened death or serious injury to one’s self or another (APA, 2000). An extreme traumatic event can include, but is not limited to, military combat, terrorist attacks, natural or manmade disasters, sexual assault, physical assault, robbery, and torture (APA, 2000). The type of traumatic event could influence the way in which medical and mental health care professionals assess, conceptualize, and subsequently treat the individuals with a PTSD diagnosis. For this reason, sexual assault, as the traumatic event that led to the development of a PTSD diagnosis, will be the focus of discussion. The current statistics on sexual assault exemplify the need to focus on this particular population. For example: every two minutes, someone in the United States is sexually assaulted, and each year there are about 213, 000 survivors of sexual assault (RAINN, 2009). The purpose of this paper, then, is to explore how cognitive-behavioral therapies assess, conceptualize, and treat clients with a sexual assault history and a PTSD diagnosis. Treatment Components of Cognitive-Behavioral Therapy The treatment components of cognitive-behavioral therapy (CBT) that are typically utilized in the treatment for PTSD include psychoeducation, prolonged exposure and/or in vivo exposure, cognitive restructuring, and anxiety management (Harvey, Bryant, & Tarrier, 2003). Psychoeducation Psychoeducation includes providing the client with information about the common symptomology that may be experien... ... conceptualize, and treat clients with a sexual assault history and a PTSD diagnosis. The sexual traumatic event, experienced by the client, may elicit negative PTSD-related cognitions that are perpetuated by avoidant behavior. Prolonged exposure, in vivo exposure, and cognitive restructuring can challenge and correct such negative cognitions and avoidant behaviors. Psychoeducation can provide information, as well as a rationale about therapy, whereas anxiety management training can provide coping skills to engage in exposure and cognitive restructuring interventions. In general, cognitive-behavioral therapies can provide the means by which to assess, conceptualize, and treat clients, and has also shown to be efficacious (Dobson, 2010; Dobson & Dobson, 2009; Foa et al., 1999; Foa & Rauch, 2004; Harvey, Bryant, & Tarrier, 2003; McDonagh et al., 2005; Roman, 2010).

Authority Power Politics

Authority/Power/Politics Authority What is Authority The word authority derives from the Latin word auctoritas meaning invention, advice, opinion, influence or commands which originate from an auctor, indicating that authority originates from a master, leader or author. Essentially authority is imposed by superiors upon inferiors either by force of arms (structural authority) or by force of argument (sapiential authority). Usually authority has components of both compulsion and persuasion. For this reason, as used in Roman law authority is differentiated into potestas (legal or military power) and imperium (persuasive political rank or standing). Weber on Authority Max Weber in his sociological work has identified and distinguished three types of authority. Weber defined authority as the chance of commands being obeyed by a specifiable group of people. Legitimate authority is that which is recognized as legitimate and justified by both the ruler and the ruled. Weber divided legitimate authority into three types: The first type discussed by Weber is Rational-legal authority. It is that form of authority which depends for its legitimacy on formal rules and established laws of the state, which are usually written down and are often very complex. The power of the rational legal authority is mentioned in the constitution. Modern societies depend on legal-rational authority. Government officials are the best example of this form of authority, which is prevalent all over the world. The second type of authority is Traditional authority, which derives from long-established customs, habits and social structures. When power passes from one generation to another, then it is known as traditional authority. The right of hereditary monarchs to rule furnishes an obvious example. The Tudor dynasty in England and the ruling families of Mewar, in Rajasthan (India) are some examples of traditional authority. The third form of authority is Charismatic authority. Here, the charisma of the individual or the leader plays an important role. Charismatic authority is that authority which is derived from â€Å"the gift of grace† or when the leader claims that his authority is derived from a â€Å"higher power† (e. . God or natural law or rights) or â€Å"inspiration†, that is superior to both the validity of traditional and rational-legal authority and followers accept this and are willing to follow this higher or inspired authority, in the place of the authority that they have hitherto been following. Some of the most prominent examples of charismatic authority can be politicians or lead ers, who come from a movie or entertainment background. These people become successful, because they use their grace and charm to get more votes during elections. Examples in this regard can be NT Rama Rao, a matinee idol, who went on to become one of the most powerful Chief Ministers of Andhra Pradesh. History has witnessed several social movements or revolutions, against a system of traditional or legal-rational authority, which are usually started by Charismatic authorities. What distinguishes authority, from coercion, force and power on the one hand and leadership, persuasion and influence on the other hand, is legitimacy. Superiors feel that they have a right to issue commands; subordinates perceive an obligation to obey. Social scientists agree that authority is but one of several resources available, to incumbents in formal positions. For example, a Head of State is dependent upon a similar nesting of authority. His legitimacy must be acknowledged, not just by citizens, but by those who control other valued resources: his immediate staff, his cabinet, military leaders and in the long run, the administration and political apparatus of the entire society. Power What is Power Power is a measure of an entity's ability to control the environment around itself, including the behavior of other entities. The term authority is often used for power, perceived as legitimate by the social structure. Power can be seen as evil or unjust, but the exercise of power is accepted as endemic to humans as social beings. Often, the study of power in a society is referred to as politics. Sources of Power Power may be held through: Delegated authority (for example in the democratic process) Social class (material wealth can equal power) Personal or group charisma Ascribed power (acting on perceived or assumed abilities, whether these bear testing or not) Expertise (Ability, Skills) Persuasion (direct, indirect, or subliminal) Knowledge (granted or withheld, shared or kept secret) Celebrity Force (violence, military might, coercion). Moral persuasion (including religion) Operation of group dynamics (such as public relations) Social influence of tradition (compare ascribed power) In relationships; domination/submissiveness Politics What is Politics Politics is a process by which groups of people make collective decisions. The term is generally applied to behavior within civil governments, but politics has been observed in other group interactions, including corporate, academic, and religious institutions. It consists of â€Å"social relations involving authority or power† and refers to the regulation of a political unit, and to the methods and tactics used to formulate and apply policy. Politics at Workplace Politics – the other face of the creative, innovative and manipulative and human mind, which always seeks power, recognition and authority. So how can there be no politics at the place where hundreds and thousands of human minds are spending most part of their day and there’s a constant struggle for power and recognition. Yes, double standards, secrecy, camps, demoting others and/or self promotion, in short – politics is all over the workplace. No organisation is and will be completely free from the politics. Office politics refers to the use and manipulation of situations, power and people to secure their position, gain from the situation, let others down or even increase their own power, image and status within the organisation. The results or the benefits can be tangible or intangible, depending upon the situation. Politics at workplace is a game can be played equally well by a single player or teams together, can result in the interest and benefit of the organisation or go against it, can benefit those who don’t play or can throw them out of the organisation. It is a double edged sword which can either create a happy, dynamic and improved environment at the workplace or can destroy it. Politics at workplace is often hard to resist and be away from. It compels and makes you compete. Although a part of all the organisations across the world, the politics at workplace has taken the more advanced and dangerous form in India, where the people staying away from it are being seen as a threat. Office politics has made employees good actors, hiding the facts and even true self from their own colleagues and organisation and being hypocrites for their reasons. Grey side of the issue Every workplace has conflicts, but how the employees and the organisation tackle it goes a long way in ensuring the success of the employees as well as the organisation. Politics at workplace is complex, and can turn the organisation into an ugly and nasty battlefield. Most often, the power is the bone of contention. The powerful employee can take advantage of the situations and manipulate things. The employees can take the things to them at a personal level. This, in turn, can harm their personal and professional lives. Playing on other people’s emotions to make things work for them, people have stooped to such levels where they have put their own morals and conscious aside. But the organisation feels the brunt of the continuous politics at workplace when it starts effecting the overall performance, efficiency and productivity of the organisation. This is mainly due to the considerable amount of time spent on the politics and thinking about the strategies and the moves, rather than the job and the work. Ultimately, this can lead to losses for the organisation and even the loss of jobs for the employees. Workplace Politics: A necessary evil Again, the question arises about the employees who do not become a part to this politics at their workplace. Experts say that giving up to the politics without being a part of it and fighting it, especially when it is unfair, is not advisable either. Sometimes, the politics becomes the necessary evil simply for self defense. As often, the people staying away are taken as a threat and become the victim of the workplace politics and are eliminated. As it has become unavoidable to avoid the politics at today’s workplace, it has become necessary for every employee to: connect to people, try to identify the source of power, bserve and be aware of the happenings around, people’s strengths and weaknesses and their emotional intelligence. Avoiding politics at workplace Although it is practically impossible to make your workplace free from the politics, but the organisation and the employees can follow certain ethics for themselves to make their workplace healthier: Avoid distor ting or manipulating the truth and the facts. Be yourself. Don’t have different faces to suit different people and different situations. Be fair in your dealings. Take decisions based on other’s performance and not on the basis of your relations with them. Be flexible, approachable and accessible to others. Rigidity can isolate you. Communicate – Lack of proper communication is the root cause of most of the problems. Therefore, ensure a timely and open communication system. Hiding information, rumors or distorted information can aggravate the situation and problem. Proper communication will also help to combat the effect of gossip. Have a broader perspective. Don’t work to satisfy your ego every time. Give a fair chance to everyone to put forward their thoughts. Last but not the least; be clear in your conscious. Don’t compromise on your morals and ethics and, don’t hesitate to apologize if you realize that you are wrong. It would be right to conclude that being a part of the interpersonal relations, politics at workplace is prevalent everywhere, and is unavoidable in most cases. But it’s more important to play the game right. Know the rules, stay true to yourself, don’t harm someone personally or his/her career, don’t take grudges home. Try to create a win-win situation for yourself, others and the organisation. Politics at workplace – can be good or bad – depends on how people take it and make it! Don't confuse authority, power, and politics If you work in an organization, you need a clear understanding of three closely related concepts–authority, power, and politics. Unfortunately, for many employees these concepts often confuse, frustrate, or elicit anxiety or indifference. The traditional concept of organization is built upon the principle that someone has the â€Å"right† to command someone else, whose duty is to obey the command. This â€Å"right† is bestowed by the formal organization, and we call it authority. It is important to note that â€Å"right to command† does not connote the â€Å"capacity to command. Most of us would be making a mistake if we were to equate right and capacity–i. e. , authority and power. This is especially true in a professional environment. We must always be careful to undergird our right to command with the appropriate power, the capability to secure dominance of one's values or goals, if we want to develop and maintain highly effective organizations. Even though it may be socially unacceptable to admit that one aspires to power or worries about power relationships, we must recognize that power and politics enter into every organizational decision. Positive power. However, concern about power and politics does not mean that a person is committed to such Machiavellian tactics as â€Å"doing unto others before they do unto you. † Power has a positive side as well. Organizations could not function without some kind of power relationships. The positive side is characterized by a concern for group goals and their achievement. Leaders enjoy the greatest overall influence when they help their followers feel powerful and accomplish greatness on their own. The direction of communications, their frequency, and their content reveals a great deal about the power relationships within an organization. It is as simple as who talks to whom about what. Office politics. The process by which power is exercised and sometimes acquired is called politics. In politics, contesting forces compete for favorable outcomes on decisions involving who gets what and how. Political activity is usually stronger where there are no prescribed routine answers or no stated policy. It also centers around the interpretation of existing policies and those situations involving value judgments. Any organization that attempts to totally reduce these arenas of political activity by instituting rules, regulations, and policies from the top would quickly strangle in its own red tape. Political processes form the dynamic that enables the formal organization to function. In a sense, power and politics act as the lubricant that enables the interdependent parts of the organization to operate smoothly together. When we pretend that power and politics don't exist, we greatly reduce the ability of an organization to get things done, especially when innovation and change are involved, because they abandon procedures we have always followed. Since power and political processes are a fact of life in all organizations, we must develop and use the appropriate skills to achieve the organization's goals. Managers must avoid working in isolation and instead as part of the flow of social forces. They must understand that a managerial position is not self-perpetuating. References Don't confuse authority, power, and politics, By Ted Gautschi, Consultant, Wellesley Hills, MA — Design News, May 4, 1997

Case Solution Electro Logic Essay

Ram Singam -Electro Logic writeup1. Motivational Strengths and Weaknesses of Electro Logic Strengths: Electro Logic (EL) employees are part of a highly dynamic industry and they are given the opportunity to make a difference in IT through great perfection of the VFVA system. Salaries and wage raises are offered based on performance, stimulating as such EL staff members will increase their efforts in supporting the organization reach its overall goals. On-campus-job training programs are motivating as the employees are able to learn from their colleagues in a familiar environment, maximizing the chances of future successes. The company is continually evolving, engaging as such its employees in a complex dynamic process, which maintains their motivation and reduces routine work EL creates opportunities for social interactions, which increase morale and employee collaboration. Weaknesses In Electro Logic the fact that major funding comes primarily from the government, the budget for this company was not fixed for a long term, employee benefits, Health insurance premiums can change any time, no job security for employees; thus employees levels of motivation, and consequently performance and Outcomes are negatively affected. The selection criteria for the newly appointed responsibilities were rather arbitrary and this could generate dissatisfaction. Advancement opportunities are unclear to employees as such fail to properly motivate the EL employees. The internal structure of EL organization is based on vertical hierarchy, with employees being given limited access to distinguish them. The more flat the organization the better the motivation and performance. Reinforcement is missing. The three locations of the Electro Logic separate buildings reduce the employee’s ability to concentrate and integrate as a team and also reduce their morale on High-Priority Actions. The micro management in some areas should be reduced in the main building. The Administrative department should be treated fairly as it is also part of the company. The appreciation and integrated team work is missing at the Electro Logic. This reduces the outcomes. Employee’s personal needs are not recognized by the managers thus reducing the satisfaction.

To Kill a Mockingbird- How Maturity Affects the Characters

When growing up in today's world, people must face the many challenges of maturing. Whether it is physically, emotionally, or mentally, every person matures individually. In the novel To Kill A Mockingbird, the court trial of Tom Robinson matures three main characters in the book. They learn what growing up is all about. Jem, Scout, and Dill are the most affected by the trial and all matures throughout the book. Jem specifically matures throughout the process of the Tom Robinson case and learns a positive lesson from the trial.After seeing the unfair way Tom Robinson was treated, Jem wants to protect and care for people no matter their age, skin color, reputation and personality. Jem also learns a few lessons from Atticus regarding the judgement of others. At the beginning of Chapter 25, His sister Scout is about to kill a roly-polly bug, Jem stops her and she asks why, Jem responds, â€Å"Because they don't bother you. † (Lee 320) This quote relates to when Atticus teaches Sc out and Jem about the importance lesson of not to kill a mockingbird because they do not harm anyone and sing their hearts out.Jem takes this lesson, the way Tom Robinson was treated just for his skin color, and uses it, as a result of becoming more mature and sharing the lesson with Scout when stopping her. Atticus teaches his children very well about the meaning of treating everyone equally no matter what they hear from the people around them. Scout is who she is because of the way Atticus raises her. Scout learns from Atticus through the Tom Robinson case what can happen  when you lose hope and courage. During the second half of the novel, courage is portrayed by all blacks and Atticus as he fights for the case of Tom Robinson, but Tom Robinson has lost all hope.Scout is devastated by this but also learns bad things can happen when you lose hope and courage. Atticus is the first to teach Scout this important lesson, he says, â€Å"real courage is when you know you're licked be fore you begin but you begin anyway and see it through no matter what†, he continues by saying, â€Å"You rarely win, but sometimes you do†. (149) Scout learns how courage is important through Atticus and Tom Robinson's case, and this is an important aspect of growing up and maturing. While Scout and Jem are maturing quickly because of Atticus's influence, Dill Harris, the outsider of Maycomb County, matures urely but slowly when is exposed to the Tom Robinson case.He still shows child-like aspects such as crying uncontrollably at the injustice of Tom Robinson being treated so differently from the white witnesses. He also shows signs of maturity when Tom Robinson's trial is in action. Scout claims that Tom Robinson is just a Negro, therefore it does not matter all that much, Dill responds maturely and says, â€Å"I don't care one speck. It ain't right, somehow it ain't right to do ‘Em that way. Hasn't anybody got any business talking' like that, it just makes me sick. (266) Dill sees Tom Robinson for the mockingbird he really is. Jem,Scout, and Dill all learn lessons that impact their life and affect their maturity. A few of these lessons are learned from the Tom Robinson case. Learning to not judge people for what they hear, taking responsibility, and learning right from wrong are all a part of growing up, they do just that. It might be challenging, but courage and bravery bring them through it. As long as it may take, everyone grows up in one way or another, whether it is physically, emotionally, or mentally.

Role and Function of Law

The Role and Function of Law James Williams Law/421 January 7, 2012 Gail B. Jabber Role and Functions of Law According to Melvin (2011), â€Å"A generally accepted generic definition of the law is a body of rules of action or conduct prescribed by controlling authority, and having legal binding force† (p. 4). The scope of modern law is broad with tentacles that reach into every area of public and private dealings. Essentially law furnishes a process by which the rulings and directives to regulate certain behaviors, disagreements, plus unlawful acts are available to individuals for use in resolution of disputes and to enforce promises.Law weaves into practically every aspect of the daily activities of businesses as well as individuals within the society. The evolution of law from basically a way to protect property rights to the intricate and complex system it has become is astounding. The research will examine the numerous roles and functions of law in relation to business and society. Laws govern many facets of business. They regulate—business operation, environmental standards, treatment of employees, workplace requirements—to name a few.The broad design of the law is to discourage against predatory business practices and to protect the consumer from fraudulent advertising or receiving inferior products as well as provide remediation to victims when necessary. To accomplish this, the federal as well as state governments have policing powers to enforce the rules a society chooses to govern itself. This law incorporates into the fabric of the society. For example, there are federal and state laws that control e-business commerce plus international business dealings.Congress derives its power to regulate the flow of commercial activity along interstate and intrastate highways likewise railways together with the vehicles that transport the goods from the commerce clause. The application of these powers varies. According to Melvin (2011), â₠¬Å"However, the direct and broad power to regulate all persons and products related to the flow of interstate commerce is the fundamental source of its authority. † Furthermore, manufacturing, distribution, shipping, employment, patents, trademarks, and copyrights are under government regulation as well.Federal law supplants state law when they conflict in intrastate matters, e. g. Cipollone versus the Liggett Group, Inc. Laws hold companies responsible for product safety. Therefore, manufacturers as well as sellers are liable to consumers for damaged or defective products as well as injuries or deaths that may result from their use. For example, the government establishes laws to standardize the quality of food, drink, and medicines consumers ingest while issuing additional laws to control the mechanical quality of automobiles and appliances—home and commercial.Enterprises employ these laws throughout the production process to ensure compliance. Consequently, the publi c is safer from injury and disease through quality control of products. There are numerous federal agencies that regulate business (the Federal Trade Commission, U. S. Consumer Product Safety Commission, U. S. Patent and Trademark Office, The United States Trade Commission, plus The International Trade Commission), to name a few. Finally, antitrust laws keep businesses from monopolizing markets, price fixing, similarly cornering an industry.Laws touch every aspect of social behavior across walks of life. For example, the activities of a typical day may include waking at home, preparing breakfast, getting children to school, and arriving at the workplace unmindful of the laws that manipulate these acts. The day continues with the use of an identification badge to park, clock-in for work, and in some cases to access restricted areas of the building. The day concludes with a stop at the local grocery store to purchase a few items for dinner and pay for them with a bank card giving no t hought of the numerous laws that govern this business transaction.After all, the design of the law is to function in society and business in such a way that following them requires little thought. Laws provide order and a tool for the government to enforce satisfactory behavior with a precise set of rules (public laws) for citizens to adhere to, such as civil, criminal, administrative, and constitutional laws. By the power of public law the government imposes penalties (fines or incarceration) for breaking the law through civil and criminal court actions upon members of the society.The African Methodist Episcopal Zion Church has a rigorous set of laws, policies, procedures, and committee to vet potential ministerial candidates. However, since 1984 state law requires a criminal background check from the state law enforcement agency where the candidate resides before working in a day-care facility for children or senior citizens. The law further requires a one million dollar insurance rider for sexual misconduct charges that could result from counseling or visitations.The church complies with the intent of this legal mandate to protect the congregants from predators, and to avoid potential lawsuits that could bankrupt the church. In conclusion, the influence of law upon individuals’ lives begins at birth, and ends following death and the settlement of the estate. Law functions in marriage, separation, divorce, custody of children, birth certificates, and death certificates. To start a business, a person needs a permit, business license, and an attorney. Indeed the law influences people through the entirety of life.References Melvin, S. P. (2011). The legal environment of business: A managerial approach: Theory to practice. New York, NY: McGraw-Hill/Irwin. Azria, S. M. (2008). Wills, Trusts, Estates & Taxation. Wills, Trusts, Estates & Taxation — Research Starters Business, 1. Bednar, J. (2006). Making Dollars and Sense. Businesswest, 23(5), 18. Bod en, D. (2008). How to take (legal) action. International Financial Law Review, 27(5), 96-99. Flynn, S. I. (2008). Business Estate Planning. Business Estate Planning — Research Starters Business, 1.